System for enabling call center interactive display responses

ABSTRACT

An interactive display response (IDR) system and a non-transitory computer readable medium. The IDR system includes an interactive display server (IDS), wherein the IDS is configured to: establish a data session with an interactive display application (IDA) installed on a mobile device, wherein the data session is established when a call is placed, via the mobile device, with a call center that is subscribed to provide IDR services; obtain, from the call center, a link to a data to be displayed via the IDA; and send, to the mobile device, the link to the data to be displayed on the mobile device; wherein the IDA is configured to determine whether the call center is subscribed to provide IDR services, wherein the IDA is further configured to send the results of the determination to the IDS.

CROSS-REFERENCE TO RELATED APPLICATIONS

This application is a continuation of U.S. patent application Ser. No.15/271,778 filed on Sep. 21, 2016, now allowed. The Ser. No. 15/271,778Application is a continuation of U.S. patent application Ser. No.14/797,522 filed on Jul. 13, 2015, now U.S. Pat. No. 9,456,324, which isa continuation of U.S. patent application Ser. No. 13/681,092 filed onNov. 19, 2012, now U.S. Pat. No. 9,084,097. The Ser. No. 13/681,092Application is a continuation of U.S. patent application Ser. No.12/831,740 filed on Jul. 7, 2010, now U.S. Pat. No. 8,340,255, whichclaims the benefit of U.S. Provisional Patent Application No. 61/223,633filed on Jul. 7, 2009. The contents of the above-referenced applicationsare hereby incorporated by reference for all that they contain.

TECHNICAL FIELD

This disclosure generally relates to call centers, and more particularlyfor enabling interactive display response (IDR) with call centers.

BACKGROUND

One of the challenges facing companies, organizations, and enterprisestoday is to present their customers with access to information withoutexploiting their resources. With this aim, call center systems have beenutilized to communicate with customers. A call center is a centralizedoffice used for the purpose of receiving and transmitting a large volumeof requests. Typically, call centers are based on interactive voiceresponse (IVR) systems that provide information and/or call routing byleading a user through a series of menu-driven voice prompts.

Other means to serve requests from customers are web sites that can beaccessed through personal computers (PCs) or mobile devices. However,customers often choose to call the company for service with the intentof talking to an agent or interacting with the company via phone.

IVR systems are commonly used for automating customer service callrouting and automated account information (e.g., bank accountinformation). Users of such systems often experience problems navigatingthrough the menu. Thus, frustrated users often abandon their quest forinformation and terminate the telephone call, prior to reaching thesought information. When users abandon the automated informationdelivery system, they typically seek a human attendant to connect withto obtain the information originally sought. This increases the demandfor human agents in call centers, thereby increasing the cost ofoperating an automated information delivery system.

In addition, as users are required to traverse a menu tree, it is commonthat users become frustrated with menu-driven information deliverysystems and resort to contacting a human operator. Typically,menu-driven information delivery systems do not enable the user tonavigate directly to the desired information and/or service, but ratherrequire the user to traverse a predefined path through the menu tree tothe user's objective.

Further, IVR systems are not designated to provide service to disabledpeople, for example, as defined in Section 255 of the US FederalLaw—Telecommunications Access for People with Disabilities. That is, IVRsystems are not accessible by the hearing impaired and the dynamicallyheard menus and prompts, presented by the IVR systems, do not serve asan appropriate solution for people suffering from attention deficitdisorder (ADD)/attention deficit-hyperactivity disorder (ADHD) withsevere concentration difficulties.

Therefore, it would be advantageous to provide a solution that overcomesthe deficiencies of IVR systems to improve the experience of customersinteracting with call centers.

SUMMARY

A summary of several example embodiments of the disclosure follows. Thissummary is provided for the convenience of the reader to provide a basicunderstanding of such embodiments and does not wholly define the breadthof the disclosure. This summary is not an extensive overview of allcontemplated embodiments, and is intended to neither identify key orcritical elements of all embodiments nor to delineate the scope of anyor all aspects. Its sole purpose is to present some concepts of one ormore embodiments in a simplified form as a prelude to the more detaileddescription that is presented later. For convenience, the term “someembodiments” may be used herein to refer to a single embodiment ormultiple embodiments of the disclosure.

Certain embodiments disclosed herein include an interactive displayresponse (IDR) system. The IDR system comprises: an interactive displayserver (IDS), wherein the IDS is configured to: establish a data sessionwith an interactive display application (IDA) installed on a mobiledevice, wherein the data session is established when a call is placed,via the mobile device, with a call center that is subscribed to provideIDR services; obtain, from the call center, a link to a data to bedisplayed via the IDA; and send, to the mobile device, the link to thedata to be displayed on the mobile device; wherein the IDA is configuredto determine whether the call center is subscribed to provide IDRservices, wherein the IDA is further configured to send the results ofthe determination to the IDS.

Certain embodiments disclosed herein also include a non-transitorycomputer readable medium having stored thereon instructions for causingone or more processing units to execute a method, the method comprising:establishing, via an interactive display server (IDS), a data sessionwith an interactive display application (IDA) installed on a mobiledevice, wherein the data session is established when a call is placed,via the mobile device, with a call center that is subscribed to provideIDR services; obtaining, from the call center, a line to data to bedisplayed via the IDA; and sending, to the mobile device, the obtainedlink to the data to be displayed on the mobile device; wherein the IDAis configured to determine whether the call center is subscribed toprovide IDR services, wherein the IDA is further configured to send theresults of the determination to the IDS.

BRIEF DESCRIPTION OF THE DRAWINGS

The subject matter disclosed herein is particularly pointed out anddistinctly claimed in the claims at the conclusion of the specification.The foregoing and other objects, features, and advantages of thedisclosed embodiments will be apparent from the following detaileddescription taken in conjunction with the accompanying drawings.

FIG. 1 is a diagram network for deploying an interactive displayresponse (IDR) system in accordance with an embodiment;

FIG. 2 is a diagram network for deploying an interactive displayresponse (IDR) system in accordance with another embodiment;

FIG. 3 is a flow diagram illustrating the operation of the IDR system inaccordance with an embodiment;

FIG. 4 is a flow diagram illustrating the operation of the IDR system inaccordance with another embodiment;

FIG. 5 is an illustration of a display containing a cruise controlfeature;

FIG. 6 is an illustration of a visual reminder;

FIGS. 7A, 7B and 7C are example for screen layouts designed using thedisplay builder; and

FIG. 8 is an illustration of a graphical product display.

DETAILED DESCRIPTION

The embodiments disclosed by herein are only examples of the manypossible advantageous uses and implementations of the innovativeteachings presented herein. In general, statements made in thespecification of the present application do not necessarily limit any ofthe various claimed embodiments. Moreover, some statements may apply tosome inventive features but not to others. In general, unless otherwiseindicated, singular elements may be in plural and vice versa with noloss of generality. In the drawings, like numerals refer to like partsthrough several views.

FIG. 1 shows a non-limiting diagram of a network for deploying aninteractive display response (IDR) system in accordance with anembodiment. According to this embodiment, a voice call to the callcenter 18, triggers the call center's IVR and the IDR flows in parallel.That is, voice prompts during a call are fully synchronized with the IDRdisplayed menu. Any changes in the flow caused by a selection made inthe IVR menu causes a change in the IDR displayed menu and vice versa.

The IDR system is realized through an interactive display agent (IDA)10, an interactive display server (IDS) 15, and an IDR API 19 thatprovides an interface to servers of a call/contact center 18. The IDA 10is installed on the mobile device. In accordance with certainembodiments, the IDA may be downloaded from mobile application stores,sent to the mobile device using a distribution mechanism, such as theOver-The-Air (OTA), manually installed, or be embedded in the device.The IDA 10 is activated once a telephone call is placed with a gateway17 of the call center 18 through one or more of networks 11, 12, 13, and14. These networks include, but are not limited, to cellular networks,Internet protocol (IP) networks, local area networks (LAN), publicswitched telephone networks (PSTN), or combination thereof.

The IDS 15 further receives on-line display requests on an inter processcommunication channel (IPC) 34 from a web service gateway 20 included inthe call center 18 via one or more of networks 11-14. The requests aregenerated by the call center's IVR scripts (that act as a logic engineand state machine). The IVR scripts include a set of commands directedtowards the IDS 15, such commands encapsulate the display requests. Forexample, the commands may include the screen to be presented in eachstage during the call flow. The IDS 15 forwards the received requests tothe IDA 10 through one or more of networks 11-14. In response, the IDA10 submits DTMF or messages over the IPC back to the IDR API 19 peruser's decision.

It should be noted that the IDA 10 utilizes the mobile device'scapabilities (e.g., graphics, touch screen) to allow a wide graphicdisplay and touch screen interaction. The IDA 10 generates menuscontaining plain text or GUI containing Flash or video depending on thedevice's capabilities executing the IDA 10. Specifically, the IDS 15accepts from IDR API 19 messages and display parameters that are commonto all types of mobile devices. The IDA 10 or the IDS 15 translates thedisplay parameters and adjusts the device display according to thistranslation. The IDA 10 knows the mobile device's operating system,display area, screen size, and screen type and generates the displayaccordingly. Details regarding the IDA host (technical or personal) mayor may not be transferred to the IDS 15.

The IDR API 19 allows integration of a call-center's call flow andexisting IVR scripts to visually display script prompts and informationon mobile devices by means of the IDA 10. A script is a call centerautomated customer interaction mechanism. In accordance with anembodiment, the IDR API is platform independent and may have the formatof including, but not limited to, XML and/or web service calls. The IDS15 facilitates the communication between the IDA 10 and IDR API 19. TheIDS 15 acts as a registrar for mobile devices executing IDAs. Registereddevices are saved in a database 16 coupled to the IDS 15.

The IDA 10, IDR API 19, and IDS 15 communicate with each other using acommunication protocol, such as SOAP. In accordance with certainembodiments, messages exchanged between these components are formed asinteractive display language (IDL). The IDL is an XML format forspecifying interactive display dialogues between a mobile device and aserver. The IDL is populated by the IDR API 19 based on an IVR script bythe IDS 15. The IDA 10 parses the IDL according a set of rules, andmodifies the mobile device's display accordingly. The IDL includes tagsthat instruct the IDA to display different sets of controls, such asmenus and informational text, quick launch controls, and displayedbanners. The IDL also includes tags that define the type of user, forspecial data concerning the user preferences, and specific setting of anIDA 10.

In accordance with an embodiment, the IDA 10 and IDS 15 can communicatewith any call center and are not tailored to specific centers. That is,a user's mobile device runs a single IDA 10 that allows it to receiveIDR services from different call centers via a single IDS 15.

In the embodiment illustrated in FIG. 1, the interactive displayresponse is realized by the following flow. The call center 18 runs anIVR script prompting the user to enter his selections. The IDR API 19interfaces with the call center 18 and generates requests based on thescript. For example, if the IVR script reaches a state informing theuser to enter his account number, the IDR API 19 generates a requestconveying the same message. Requests from the IDR API 19 are sent theIDS 15 through IPC 32 and 24. The IDS 15 processes the requests andsends them to the IDA 10 via connections 32 and 31 or connections 32,25, and 30 depending on the connectivity between the mobile deviceexecuting the IDA 10 and the IDS 15. The IDA 10 processes each receivedrequest and displays the message included therein. The IDA 10 furthercaptures the user's input responsive to the display message and sendsthe input (user's selection), to the IDR API 19 via connections 30 and33. The user's selections are sent to the call center using Dual-tonemulti-frequency signaling (DTMF). In accordance with another embodiment,users can communicate their selections and/or provide other inputs tothe call center by sending messages through the IDS 15. The messages maybe in formats including, but not limited to, short message service (SMS)messages, email messages, multimedia messaging service (MMS) messages,images, video clips, audio clips, any combination thereof, and the like.

FIG. 2 shows a non-limiting diagram of a network for deploying aninteractive display response (IDR) system in accordance with anotherembodiment. In this embodiment, the IDA 10 and IDS 15 implement aunified display response (UDR) without any integration with IVRservices. Accordingly, menus and graphical prompts are displayed on themobile device executing the IDA 10 according to data transferred fromthe UDR 22 via the IDS 15. A selection of a control on the mobile device(e.g., menu button) is sent to the IDS 15, with a request to get thenext display. It should be appreciated that such embodiment allowsinteracting with a web site containing information for customers. Theinformation is displayed not in a form of web-pages, but rather as GUIthat display messages responsive to user selections.

A connection from the mobile device executing the IDA 10 and the IDS 15is through one or more of networks 11, 12, and 14, which may be anycombination of IP network, LAN, and cellular network. The IDA 10 and IDS15 exchange messages in a format of IDL over IPC 32 as described indetail above. Specifically, the IDS 15 receives requests from the IDA 10through IPC 32, processes the requests, and sends, visual menus to IDA10 responsive to the processed requests. IDA 10 sends the user'sselections to the scripts using post IPC massages.

FIG. 3 shows an exemplary and non-limiting flow diagram illustrating theoperation of the IDR system in accordance with an embodiment. In theembodiment, messages are displayed on a mobile device running the IDA 10responsive to an IVR script of the call center.

At S310, the IDA 10 dials the call center 18 via a cellular network andsimultaneously connects to the IDS 15 via the IP network. That is, avoice session is opened with the call center and data session isestablished with the call center. It should be noted that the datasession with the IDS 15 is opened only when the call center 18 issubscribed to provide IDR services. With this aim, when the IDA 10 dialsthe number of the call center 18, the IDA 10 checks if IDR servicesshould be provided, and if so a connection is established with the IDA10. At S320, the call center 18 accesses the IDS 15 via the IDR API 19with the data to be displayed on the IDA 10. The data is generated bythe contact center's 18 IVR script and may include data retrieved fromCRM\ERP servers. At S330, the IDS 15 sends to the IDA 10 information tobe displayed on the mobile device. In addition, the IDA 10 may bedirected by the IDL commend to collect data from multiple sources, suchas e-commerce servers, streaming media servers, and the like. Dataretrieved from such resources can be displayed together with themessages received from the IDS 15. For example, the IDA 10 can generatea display that includes a text promoting the user to enter his accountnumber together with an advertisement downloaded from an e- commerceserver. At S340, the user input, i.e., the user selection is sent fromthe IDA 10 to the call center 18 over the voice session by using DTMF.In addition, the IDA 10 can also send data such as text message (e.g.,SMS, MMS, and the like) to the call center 18 through the IDS 15 overthe data session.

It should be noted that anytime during an active session between the IDA10 and the call center 19, the call can be transferred to an attendant.The attendant can communicate with the user of the mobile device overthe data session established with the IDS 15 and IDA 10. For example,the attendant can send to the IDA 10 messages in formats including, butnot limited to, short message service (SMS) messages, email messages,multimedia messaging service (MMS) messages, images, video clips, audioclips, any combination thereof, and the like. It should be furthernoted, that as the user and the attendant can exchange messages, a chatsession can be established between the two parties. An attendant canparticipate in chat session with multiple users.

FIG. 4 shows an exemplary and non-limiting flow diagram illustrating theoperation of the IDR system in accordance with an embodiment. In theembodiment, messages are displayed on a mobile device running the IDA 10responsive to an IVR script of the call center.

At S410, the IDA 10 connects to the IDS 15 via the IP network. At S420,the IDS 15 accesses a UDR engine 22, via the IDR IP 19, to retrieve datato be displayed. The UDR engine 22 implements a state machine thatprovides the updated screen to be displayed based on the recent user'sselection. The UDR engine 22 can collect information from CRM\ERPservers and/or web sites (not shown). At S430, data from the UDR engine22 is sent to the IDS 15. At S440, the IDS 15 sends to the IDA 10information to be displayed on the mobile device. In addition, the IDA10 may collect data from multiple sources, such as e-commerce servers,streaming media servers, and the like. Data retrieved from suchresources can be displayed together with messages received from the IDS15.

In accordance with one embodiment, the IDR system can be utilized toprovide IDR services for people with disabilities. The Americans withDisabilities Act (ADA) requires business, Service providers, andgovernment agencies to offer the same services to the disabled as to allof the population. The purpose of the IDR system is to provide equalaccess to information for the hearing impaired and persons sufferingfrom ADD\ADHD as provided to the rest of the population. With this aim,the IDR system serves as a bridge between the service provider users'mobile device. Using the process described, the content of an IVR scriptis displayed on the users' mobile devices using the IDA 10, IDS 15, andIDR API 19. Thus, each call flow can be identical to the hearingimpaired and non-hearing impaired. In addition, individuals sufferingfrom concentration disabilities who cannot communicate with an IVR, caninteract with the call center using a graphical interface. Suchimplementation would comply with Sections 255 and 251 (a)(2) of the USFederal Law.

In accordance with an embodiment, a cruise control is provided. Thecruise control is a shortcut to a location within the flow of the IVR orIDR. That is, the user can select an entry in the menu without goingback to the main menu all over again. As illustrated in FIG. 5, thereare two types of cruise control menus: recently selected and topselections. According to this embodiment, the user's last selections foreach call center are saved by the IDS 15 in the database 16. Theselection refers to the last place in the call flow the user has reachedin a single call. The Recently Selected menu is generated by the IDA 10using this data and displayed over the mobile device.

In addition, the IDS 15 accumulates the selections made by all userscalling to a certain call center. Using the accumulated selections, theTop Selections menu is generated by the IDA 10 and displayed over themobile device.

In certain embodiments, the IDA 10 may generate controls in the form ofimages, in which each control represents a common entity or task. Forexample, as illustrated in FIG. 5, there are 3 images that are controlsto access “Customer-Service”, “Marketing”, “Sales” departments in thecompany. In addition, a display's title is provided for each displayedscreen. The title is displayed in order to simplify the use of the flowand state the current location of the user within the flow. As shown inFIG. 5 the instruction “Please select the required service” is the titlefor the display offering navigation to “Customer-Service”, “Marketing”,“Sales” departments. The title settings, such as font, language, colorand more are configurable.

As mentioned above the IDA 10 interacts with the IDS 15 in a fullyasynchronous communication over an IP network. This method ofcommunication enables the IDA 10 to communicate with several IDSs 15 andweb services in parallel without any interruption. In such way,advertisements and commercial content can be pushed to the mobiledevices from various sources and content providers while the IDR menusand prompts are being displayed. The advertisements may be displayed inan information bar, as shown in the last figure on the top of thedisplay. The information bar can be located at different areas of thedisplay.

In accordance with an embodiment, the IDR system can be utilized tocollect users' selections made during calls to call centers. Suchinformation can be processed to produce demographic data about the user.Demographic data can be gathered from such as databases maintained byservice providers.

Based on the demographic data targeted commercial content (e.g., ads)can be sent to the users. In an embodiment, the user's active interestin the displayed commercial content can be tracked. In addition, basedon the demographic data the type and design of controls is determined.For example, different controls could be used when targeting differentgroups of impaired and disabled population, language of the displayedcontent, and so on.

In accordance with an embodiment, the IDR system can be utilized toprovide send reminders to users. In this embodiment, users can receivevisual reminders (e.g., reminders on upcoming appointments or scheduledevents) to their mobile devices using the IDR system. The IDS 15generates a message that is translated to a visual reminder by the IDA10. An illustration of a visual reminder is provided in FIG. 6. Thevisual reminder includes the relevant details of the scheduledmeeting/appointment. The reminders are uploaded by service providers tothe database 16. The IDR system may also generate a report includingmessages that were sent, date and time of submission, and the feedbackreceived from the user.

In accordance with an embodiment, a display builder tool is provided.The display builder is utilized to render a customized design for adisplay screen. The displays are determined by call center scripts (orUDR scripts). The information is “pushed” to the IDA 10 using the IDL.To render a non-standard screen layout, the script designer can use thedisplay builder to design such a layout.

According to this embodiment, a drawing facilitating distinctive colorsand unique screen item positions (title, icons, buttons, commercialcontent etc.) is created. Then, the display builder converts the drawingto IDL representation. Since mobile devices vary in displaycapabilities, the display builder contains simulator and adjustmenttools. The designer is able to see how a screen is supposed to look ondifferent devices and make the necessary changes. A light text onlyversion of a display design can be made for use on older or limiteddevices. Examples for different screen layouts generated using thedisplay builder is provided in FIG. 7A, 7B, and 7C. The illustration inFIG. 7C demonstrates how a simple device may present the complex layoutshown in 7B.

FIG. 8 illustrates a graphical product display generated in accordancewith an embodiment. The graphical product display allows customers toview products for sale on their devices using the IDR system. Once aninbound session for the IDA 10 reaches the IDS 15, the IDS 15 loads fromthe business provider database the required data to display onto thecalling device. Upon selection of a preferred product, the selection issent from the IDA 10 to the IDS 15 to a business provider's database.Upon a business provider's approval, the IDS 15 submits a visualapproval notification to the end user's IDA 10 regarding the relevantselection. This service allows any business to display their goodsvisually, to any potential customers by providing the end user with afully colorful vivid image of their goods on the user's mobile device.

It should be apparent to one skilled in the art, that other services canbe developed or provided by the IDR system disclosed herein. Forexample, the IDR system allows users to search within various lists thatare provided by service providers, such as lists of names, departments,services, and so on. This allows for “flattening” the logic of the callcenter, i.e., provide more direct action rather than menu-by-menuconvergence to a selection. Search is provided in several waysincluding, but not limited to, letter-by-letter list filtering, listbrowsing and more.

Another example is a service for scheduling appointments. The user cancall to an IDR integrated call center and receive a visual calendar tobe displayed on his/her mobile device. Using that display, the end usercan schedule an appointment. Yet as another example is a mobile surveysand polls service adapted to collect and obtain data from customers bythe IDR system. The pool is uploaded to the database 16 and sent to uservia the IDS 15 and IDA 10 according to a predefined script. The IDS 15collects the pool results and generates a report.

The disclosed embodiments can be implemented as hardware, firmware,software or any combination thereof. Moreover, the software ispreferably implemented as an application program tangibly embodied on aprogram storage unit, a non-transitory, computer readable medium, or anon-transitory machine-readable storage medium that can be in a form ofa digital circuit, an analogy circuit, a magnetic medium, or combinationthereof. The application program may be uploaded to, and executed by, amachine comprising any suitable architecture. Preferably, the machine isimplemented on a computer platform having hardware such as one or morecentral processing units (“CPUs”), a memory, and input/outputinterfaces. The computer platform may also include an operating systemand microinstruction code. The various processes and functions describedherein may be either part of the microinstruction code or part of theapplication program, or any combination thereof, which may be executedby a CPU, whether or not such computer or processor is explicitly shown.In addition, various other peripheral units may be connected to thecomputer platform such as an additional data storage unit and a printingunit.

The foregoing detailed description has set forth a few of the many formsthat the disclosed embodiments can take. It is intended that theforegoing detailed description be understood as an illustration ofselected forms that the disclosed embodiments can take and not as alimitation to the definition of the disclosed embodiments. It is onlythe claims, including all equivalents that are intended to define thescope of the disclosed embodiments.

What is claimed is:
 1. An interactive display response (IDR) system,comprising: an interactive display server (IDS), wherein the IDS isconfigured to: establish a data session with an interactive displayapplication (IDA) installed on a mobile device, wherein the data sessionis established when a call is placed, via the mobile device, with a callcenter that is subscribed to provide IDR services; obtain, from the callcenter, a link to a data to be displayed via the IDA; and send, to themobile device, the link to the data to be displayed on the mobiledevice; wherein the IDA is configured to determine whether the callcenter is subscribed to provide IDR services, wherein the IDA is furtherconfigured to send the results of the determination to the IDS.
 2. TheIDR system of claim 1, wherein the IDS is further configured to: obtain,from the call center, display parameters; translate the obtained displayparameters; and cause, based on the translated display parameters andthe obtained link, generation of a display on the mobile device.
 3. TheIDR system of claim 1, further comprising: a unified display response(UDR) engine configured to generate at least one unified graphicaldisplay based on the obtained data, wherein the IDS is furtherconfigured to: obtain, from the UDR engine, the at least one unifiedgraphical display; and send, to the mobile device, the obtained at leastone unified graphical display.
 4. The IDR system of claim 3, wherein theUDR engine is further configured to: obtain, from at least one datasource, graphical display data, wherein the at least one unifiedgraphical display is generated further based on the obtained graphicaldisplay data.
 5. The IDR system of claim 1, wherein the IDS is furtherconfigured to: receive at least one user input in response to the sentat least one unified graphical display; obtain, from the call center,additional data to be displayed on the mobile device based on thereceived at least one user input; and send, to the mobile device, theobtained additional data to be displayed on the mobile device.
 6. TheIDR system of claim 1, wherein whether the call center is subscribed toprovide IDR services is determined based on a phone number of the placedcall.
 7. The IDR system of claim 1, wherein the IDS is furtherconfigured to: cause, via the IDA, opening of an application program onthe mobile device, wherein a page within the application program isdetermined based on the obtained link.
 8. The IDR system of claim 7,wherein the data to be displayed via the IDA includes a screen of theapplication program.
 9. A non-transitory computer readable medium havingstored thereon instructions for causing one or more processing units toexecute a method, the method comprising: establishing, via aninteractive display server (IDS), a data session with an interactivedisplay application (IDA) installed on a mobile device, wherein the datasession is established when a call is placed, via the mobile device,with a call center that is subscribed to provide interactive displayresponse services; obtaining, from the call center, a line to data to bedisplayed via the IDA; and sending, to the mobile device, the obtainedlink to the data to be displayed on the mobile device; wherein the IDAis configured to determine whether the call center is subscribed toprovide IDR services, wherein the IDA is further configured to send theresults of the determination to the IDS.